Description

Caudwell Marine is a pioneering UK marine engineering company, backed by entrepreneur and philanthropist John Caudwell. We are redefining marine propulsion through the development of a diesel outboard system built for uncompromising performance, reliability and control in all conditions, with a global product launch planned for 2026. As a growing and ambitious business, we are focused on delivering cutting-edge technology designed for the toughest marine environments and turning innovation into real-world impact.

At Caudwell Marine, every team member plays an important role in shaping the future of the company. Our approach is built around being confident, committed and consistent in everything we do. Driven by endurance and powered by people, we are building a team that sets high standards and is helping redefine the future of marine propulsion.

Role & Responsibilities

As the primary technical support contact, the role of Product Support Engineer will be responsible for providing the highest level of training and both remote and field-based technical support to the Caudwell Marine distribution network. Using excellent communication and problem-solving skills, you will work with our customers to resolve technical queries and warranty claims with the aim of delivering a first-time fix outcome. In this role you will report to the Customer Service Manager.

Responsibilities include:

• Responsible for providing 1st line Technical Support for the Caudwell Marine product portfolio, both remotely, and in the field with boat builders and boat operators.
• Maintain ownership of queries and provide excellent customer service during the Technical Support process, from troubleshooting to repair.
• Diagnose, troubleshoot, and resolve complex customer breakdowns and technical questions in a fast and effective manner.
• Liaise with Caudwell Marine technical functions, especially Engineering and Customer Support teams, to ensure familiarity with product solutions and related technical capabilities.
• Support the customer installation, commissioning, and training process, providing a premium customer experience throughout.
• Ensure efficient resolutions of technical queries in accordance with defined Service Level Agreements and Caudwell Marine technical standards.
• Provide excellent face-to-face customer service to customers, whilst promoting the Caudwell Marine brand.
• Provide internal technical support to colleagues.
• Use product knowledge to interpret customer requirements for product selection and material number assistance, including support to Customer Service team for replacement and defective parts.
• Review and adjudicate Warranty claims where required.
• Ensure accurate internal documentation.
• As required, support customer demonstrations, testing and field trial operations to ensure Caudwell Marine products operate to the highest level and that customers understand and experience the full potential of our product and technology systems
• Analyse Technical Support trends and feedback ideas for development and improvement to the leadership teams.
• Assist and support other members of the Commercial and wider Caudwell Marine team where required to meet customer needs.
• Support the initiatives linked to driving performance throughout the business, focused upon continuously improving our support delivery.
• Support the leadership teams to drive and improve Customer Service processes and Service Level Agreements.

Required Skills & Experience

• Minimum of 5 years in Marine Engineering preferred.
• Customer facing, Service desk or Field Service Technician experience with a complex product is essential.
• Evidence of other formal qualifications & training to demonstrate high technical competence in mechanical and electronic engineering and maintenance.
• Preferred experience working with ticketing systems.
• Understanding of Service Level Agreements.
• Previous new product launch experience preferred.
• Worked in a Small, Medium Enterprise (SME) and can demonstrate the ability to ‘roll their sleeves up’ and personally get things done as part of a small team.

Personal Attributes

• Consistent, confident, and committed approach to work.
• Focused on providing an exceptional customer experience.
• Ability to communicate complex technical solutions, externally & internally at all levels.
• Ability to prioritise based on risk and impact and make informed decisions.
• Great team ethic with a motivated, positive attitude.
• Integrity is paramount.
• Process driven with structured approach.
• Excellent organisational & planning skills.
• High level of IT and technology skills to allow data analysis and effective communication of results.
• Excellent problem-solving, planning and communication skills.
• Ability to work independently and safely.
• Desire to learn and develop new skills.
• Flexibility is key, as the role is home-based and frequent international travel is expected.

Qualifications

·      Mechanical, Mechatronics or Electronics Engineering Degree or HND preferred.

Additional Information

• Hours: Monday to Friday, 9:00am – 5:00pm (flexibility required).
• Location: Field-based / Remote.
• Travel: Global travel required.
• Role requires flexibility due to customer support demands and international travel requirements.

Disclaimer

Caudwell Marine operates a Preferred Supplier List (PSL) for recruitment agencies, which is currently not under review. Agencies not on our PSL are kindly requested to refrain from submitting speculative CVs or contacting our hiring managers or employees directly regarding recruitment matters.

Please note that any CVs submitted by non-PSL agencies, whether speculative or otherwise, will be treated as unsolicited.